Putting the Customer first: On data driven service transformation

Join this session to hear from colleagues from a multidisciplinary data and analytics team in DWP Digital will talk about how they are creating new data products and standing up a new Service Analytics function to support operational colleagues with innovative analytical insights. Specifically, they will show how they created a new customer-centric event data set that cuts across organisational silos and communication channels and that enables the wider analytical users to join up the customer experience within DWP into a single view. They will then talk about how data scientists use this event data alongside innovative methods like Process Mining to support common performance frameworks, to visualise and monitor service delivery processes in near real time and how, soon, this can be used to find inefficiencies and reduce unnecessary customer friction. Finally, they will discuss initiatives that feed learnings from this work back into the wider digital community and work alongside data architects to ensure that the right data is collected to better support innovative analytics.